What is good customer service at a golf course?

wayneebaby · January 7, 2006

Applying for a pro job that is a "customer service" job

So I have an interview in about 10 days for an assistant pro position at a nice resort type course. I'm really excited about it and I'd love to get it. One of the main "musts" for the job was "interpersonal customer service skills." I'd like for all of you to tell me what kind of customer service you appreciate when you deal with golf pros. I am currently an assistant pro at a much smaller course and I feel like I have a good grasp on how to properly treat customers. However, I am always trying to better myself personally and professionally, so hopefully you can help me. Anything from making reservations to lessons to bag drop to paying. What is important to you and what do you appreciate the most. Thanks in advance for any contributions to this thread, it means a lot to me. Wish me luck!

TourPro21 · January 7, 2006

sounds to me like the job is gonna be a glorified cart boy position or a counter-jockey... hopefully i'm wrong though!

golfernut78 · January 7, 2006

i personally prefer someone knowledgeable in golf, and in the golf course itself. i like when i am in the pro shop and the the pro or whoever is working in there is able to tell me the greens are slow or fast, the fairways are soft or firm, to watch the wind especially on this hole, that its pretty open out there or real slow out there and what the pin positions are.

i have some experience in the country club industry and have worked on public courses, private courses and resort courses and you need to understand who your client is. at a private club its the same people all the time and you really get to know them. public you've got a ton of people going through with a few regulars that you may or may not know. resorts, its a bit of both (depending on the resort setup). if the resort is say private and guests then you've got your regulars and then you've got your "public" who are going to expect everything that there club offers. i think resort work can be some of the toughest work becuase of the guests, some thinking they are gods gift and then some who don't know what they are doing and abuse the gcourse and facilities. i think you need a lot of patience. whats nice about the resort is some of the people you can meet.

wayneebaby · January 7, 2006

thanks for a useful response, golfernut... much appreciated

slicer365 · January 10, 2006

See Golfernut's section on course conditions.

If you are behind the counter, be nice as you can be. I'm tired of going into a pro shop only to be talked down to by some know it all golf pro with a smoking habit, who over kills himself with Obsession cologne. Avoid those things and you got it made!!!

One more thing, be knowledgeable about the new equipment, but not overbearing. I run into pros all the time who know less than my wife, it's almost as if they think persimmon drivers are still in, while some pros will be on top of you like flies on @$#%, to get a sell. Don't be the stereotypical golf pro (i.e. sleezy, arrogant, obnoxious).

NickasInSaltLick · January 12, 2006

I'd just like to echo what everybody else has said, and be friendly and personable. Also, do whatever you can to quickly familiarize yourself with all of the policies and procedures of the operation so you're able to produce a fast solution to whatever problems that may arise with a customer. Try to find out as much as you can about their operation before your interview, because I guarantee they'll pose a hypothetical situation to you and ask for your response. Let your past experiences work for you. And always put yourself in the customer's shoes.

Geo · January 12, 2006

Wayneebaby, which course are you applying to? From, "nice resort type course" around SL, I'm guessing Thanksgiving Point or Mountain Dell.

Anyway, one of the things that I notice the most when I go to a new course is how I'm greeted when coming into the clubhouse--especially when I'm new. If the guy behind the counter is too wrapped-up in his conversation w/ his buddy to make me feel welcome, bit of a turnoff. I'm not exactly shy, don't expect any kowtowing, and know that if I didn't bring "my business," the course will get along just fine--that said, I never liked the cliquey crowd in High School and I don't want to deal with it on my rec time. You're in Utah, so I think you know what I mean.

It's funny, some of the worst service I've gotten has been at Bonneville and Old Mill (few exceptions obviously, especially Bonneville of late), while Forest Dale has some of THE best staff in SL county, head pro at the U course is extremely cool too.

Seriously, good luck. Hope I see you sometime.

beruo

wayneebaby · January 12, 2006

beruo, Thanks for your input too. It's funny you say that about the head pro at the U, because that's where I am currently employed. I'm applying at Wolf Creek in Eden. I don't like to badmouth colleagues, but you are right about Old Mill. I only go there anymore cuz my special lady lives off the second tee and gives me snacks, haha. How often do you come by the U course? Maybe you'll see me there next time. I'm Eric, the dude with the curly hair. Take it easy!